Information Services Technical Support

Horizon Health•Paris, IL

6d•Onsite

About The Position

Horizon Health is a Critical Access, Rural Health Facility comprised of 25-inpatient beds located in Paris, IL & a multitude of outpatient clinic settings including Family Practice and Specialty Clinics in Paris and surrounding cities. We have been serving residents of Edgar County since 1968 though community education, emergency services, and outpatient care. As we continue to expand our services & locations, our community has grown far beyond Paris. Our rich history and strong community support pave the way for the future of healthcare as we serve you—our family, friends, and neighbors. Position Summary: The Information Services Technical Support staff must be knowledgeable in software, hardware and networks. They must be critical thinkers and problem-solvers with great attention to detail. Since end user support and teamwork are important aspects of the role, excellent communication and people skills are required.

Requirements

Previous experience as a computer technician, or IT support.
Must be capable of managing, troubleshooting, and resolving multiple issues.
Excellent verbal and written communication skills.
Knowledge of computer software systems, including databases, office applications, and operating systems.
Must be able to physically stand, bend, squat, and lift equipment.
Patience and understanding
Required to take on-call through a staff rotation

Nice To Haves

Experience in healthcare field desirable.

Responsibilities

Answer and address support calls, walk-up customers and emails for first level technical support.
Resolve service calls using documented procedures.
Handle incoming tickets using our ticketing system
Solve routine issues and escalate complex issues based on priority and tier level of need.
Input problems and resolutions into standardized company support center application.
Support IT team members on all aspects of work.
Handle routine calls to ensure timely resolution
Address calls via phone, in-person and through email.
Provide technical support either by phone, remote access as needed.
Develop, execute and follow IT operational policies, standards and work instructions for end users.
Ensure customer satisfaction through continuous status updates.
Develop, manage, and maintain internal and external support documentation.
Monitor critical infrastructure systems through industry standard monitoring tools and systems.
The responsibilities listed above are not all-inclusive; other activities may be required in support of the hospital’s goals and objectives.